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Notes about the Victim Satisfaction Framework (VSF)


Purpose: To provide meaningful victim satisfaction data locally and/or nationally.


Choose from these Resources:

1) Telephone Questionnaire (Tel-Quest)

2) Tel-Quest Excel Spreadsheet

3) Mail-out Questionnaire (Mail-Quest Victim Satisfaction Framework.doc)

4) Mail-Quest Excel Spreadsheet

5) Anonymous National Data (AND) Google Spreadsheet


Your choice of questions:

Please use whatever questions you find of value. There are also 5 spaces on the forms and spreadsheets for additional data you may want to include for your own monitoring and evaluation purposes.

(To learn about the development of the complete VSF , please read the section at the end of this document)


Who evaluates who, how?:

It is not considered good evaluation practice for the worker to be asking on the phone for feedback about the service they personally provided. Please consider ways in which an appropriate distance is created for the victim to be able to express whatever level of satisfaction/unsatisfaction they experienced with other criminal justice agencies, your agency and the outcome of restorative processes.

(One option, presently being provided for free is to outsource the return address for the Mail-out Questionnaire to the Mediation and Reparation committee, one of whom will collate the data).


Using spreadsheets:

Whether the data is being collected on the phone or by mail-out, you have an Excel version of the form into which to click or type the answers. By doing this (eg. whilst on the phone), the answers are automatically copied into a row of data on the worksheet labelled ‘answers’. To collect the answers from a number of victims, between entering the answers for each victim you will need to copy and paste the last victims answers from the ‘answers’ worksheet into a worksheet that you create for all your data.



Purpose of the Anonymous National Data:

Collecting many teams’ data together in an anonymous national data set is likely to help the development of restorative approaches in a number of ways. Reports will be prepared for the (October) Annual Restorative Practitioners’ Network Day. You are also free to save a copy of the national data at any point in the year and see how your teams’ results look alongside other anonymous teams’.


Your choice to add to the AND (Anonymous National Data):

You can submit your data to add to the Anonymous National Data via copying and pasting it into the web-based Google Spreadsheet (preferred method) or by posting the completed forms to the Mediation and Reparation Committee (one of whom will type them into the Excel spreadsheet and then copy and paste them into Google Spreadsheet, from which you can look at your agency’s results (and other anonymous agencies’ results)


To put data on the Anonymous National Data Google Spreadsheet you do not have to be using all the questions on the Victim Satisfaction Framework. For reasons of data integrity you do have to agree to the following two conditions:

1) That you have not changed the wording of those questions for which you are entering data.

2) That you have decided at a general level, not a case-by case basis, which victims are to be asked for feedback. (Examples of the general level are that some agencies will be interested in responses from both those who didn’t communicate with offenders and those who did. Other agencies will only be asking for feedback from the victims who communicated with offenders, or from a smaller pre-selected sub-group.)


(You can add the criteria you used anonymously to the relevant web-page on www.restorativejustice.pbwiki.com)


Your anonymous team code:

The code number you use for your team in entering your records is your choice. It is also your choice whether to maintain anonymity or let colleagues from other agencies know your team’s code number in order to compare results with another known agency.


If you have further queries about the VSF please email paul_crosland_nospam[at]yahoo.com

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